FREQUENTLY ASKED QUESTIONS
- General Questions
- Account Questions
- How do I……….
- OnlineAccess/Home Banking Questions
- OnlineAccess/Home Banking Compatibility Issues
- Bill Payer Frequently Asked Questions
- Mortgage Frequently Asked Questions
- First Mortgage Online Access
Q. Are you affiliated with any other financial institution outside the Johnson County, Kansas area?
A. No. The Mainstreet Credit Union is a member-owned, not-for-profit financial cooperative. While most of our members currently live in Johnson County, we have members in all 50 states and in many countries around the world.
Q. How can I become a member?
A. You can become a member of Mainstreet Credit Union if you live or work in the Kansas City Metropolitan Area, made up of the following counties in Kansas: Leavenworth, Wyandotte, Johnson, Douglas, Miami, Franklin and Linn; and the following counties in Missouri: Platte, Clinton, Caldwell, Clay, Ray, Jackson, Lafayette, Cass and Bates. Membership is also open to organizations or businesses located within said counties. A Share Account is the first account a new member must open to join the Credit Union; it establishes membership in the Credit Union. As the account name implies this investment represents the member's share ownership in the Credit Union. The minimum balance required for membership is $5.00.
For additional information on how to join, visit any branch location or call the Member Assistance Center at 913-599-1010.
Q. What is your routing or transit number?
A. The Routing or Transit number identifies Mainstreet Credit Union and is used in check processing. Our Routing & Transit number is 301079183. This number is the first 9 digits listed on the bottom of your checks.
Q. What account number should I use to set up automatic credits or debits?
A. You will need to provide your 13-digit account number which differs from your member number. A 13-digit number is needed for all automatic clearing house (ACH) transactions. The best place to find this number is to look at the bottom of your checks. Looking from left to right you will see our routing and transit number, a separator symbol, then your 13-digit account number.
Example: Member # 999999
Checking suffix: 21
13 digit number: 1210000999999
Q. Where do I call to speak to someone about my account?
A. Call the Member Assistance Center at 913-599-1010 or (888) 395-1010.
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Q. I choose my own PIN for my ATM/Check Card?
A. Yes, once you have received your card, bring the card and your photo identification to one our full service branches and you can have your card re-pinned with the PIN of your choice.
Q. Do you offer investment accounts?
A. Yes, Mainstreet offers a full complement of investment options, including our Money Market Advantage, Share Certificates and IRA options.
Mainstreet also offers investment and insurance services from Mainstreet Retirement and Investment Center, a subsidiary of CUNA Mutual.
Q. Do you offer senior checking?
A. Yes, our Classic Club Checking Account is a special product for Mainstreet members age 55 and older. Additionally we have four other checking products designed to suit a variety of needs.
Q. Do you offer trust accounts?
A. Mainstreet provides members with the option to open Living Revocable Trust accounts.
Q. How old do I have to be to get a checking account with an ATM or Check Card?
A. Members under age 18 who would like an ATM or Check Card with their checking account are required to have a parent or guardian as joint owner.
Q. When will my statement be mailed?
A. Members receive statements monthly or quarterly, based on the types of accounts they have. Monthly statements are generated if an account has any one of the following:
- For all members who have active checking accounts
- For members who have electronic transactions to their savings account
Q. Activate my MasterCard Check Card?
A. To activate your Check Card, please have your card handy when you:
- Contact the Member Assistance Center at 913-599-1010 or (888) 395-1010
Q. Change my address?
A. Address changes must be made in writing. You can stop by any branch and fill out an Address Change Form, or send your written request to our main office at:
Mainstreet Credit Union
13001 W. 95th Street
Lenexa, KS 66215
Q. Get a loan balance?
A. You can use OnlineAccess to check on a loan balance via the Internet, or PhoneAccess from a touch tone phone. You may also visit any branch or call the Member Assistance Center.
Q. How can I place a stop payment on a check I have written that has been lost or stolen?
A. You can place a stop payment on a lost or stolen check that has not yet been presented for payment by phone, online or at any branch.
- By phone: Contact the Member Assistance Center
- Branch: Stop by any branch location
Stop payments placed through the Member Assistance Center or at a branch are assessed a fee of $20 per request.
Q. How do I log in to OnlineAccess to access my accounts?
A. To reach the OnlineAccess login page.
Click on the Online Access Login link at the upper right side of this page
- OR -
- Click on the Online Access Login link at the upper right side of any page
If you have not applied for OnlineAccess, please call the credit union at 913-599-1010 or 888-395-1010.
Q. Order additional checks?
A. There are several ways you may reorder checks.
- Click on the Information Center Button, and then on Deluxe Checks, to view a catalog and order checks online
- Visit any of our branch offices to view a catalog and order checks
- Use the mail-in form included in your last box of checks
Q. Pay loans automatically?
A. Automatic Loan Payments allow regular payments on a Mainstreet loan to be transferred from your checking or savings account. To set up automatic payments, call the Member Assistance Center or stop by any branch location. OnlineAccess users may sign up for the Bill Payer service. Bill Payer provides flexible options for paying Credit Union loans and other businesses or individuals.
Q. Report a lost or stolen MasterCard?
A. Call us at one of the following numbers:
During Business Hours
Call the Member Assistance Center at 913-599-1010 or (888) 395-1010
After Business Hours
Q. Can I make an ATM deposit?
A. All branch locations have ATM depository service. In addition, you can make deposits and payments in the Night Depository at our full-service branches and by mail.
Q. Do you deal with Savings Bonds?
A. Mainstreet redeems Series E, EE, and I.
Q. Do you offer Notary Service?
A. Yes, our branch offices do offer Notary Service free for members.
We also offer members Signature Guarantee Service at our full-service branches.
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Q. I am having difficulty connecting to OnlineAccess. What should I do?
A. If you are experiencing difficulties logging on, contact the Member Assistance Center:
(888) 395-1010 toll-free
9 AM - 5 PM, CDT
Q. I can't access Bill Payer. When I click on the tab the Bill Pay page does not load. What should I do?
A. Please consult Bill Payer FAQs (Frequently Asked Questions).
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Q. I've forgotten my personal access code. How do I obtain a new one?
A. If you cannot remember your Personal Access Code, contact the Member Assistance Center at 913-599-1010.
For more assistance, please consult Bill Payer FAQs (Frequently Asked Questions)
Q. What does "Member Verification Error" mean?
A. As a security measure, access to your account is locked after a limited number of unsuccessful login attempts. Further attempts to login will fail, displaying the above message.
To reset your password and unlock your account, contact the Member Assistance Center. 913-599-1010
(888) 395-1010 toll-free
9 AM - 5 PM, CDT
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Q. How do I register for Bill Payer?
A. You may register for Bill Payer online. The online method is invoked the first time you attempt to access Bill Payer. First, you will be requested to read and accept Mainstreet Credit Union's authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. After the disclosure is agreed to, you complete an online registration form. After submission, the registration form is electronically forwarded to Mainstreet Credit Union for review. Mainstreet Credit Union is responsible for checking the information submitted and for assigning the payment plan. For more information call 599-1010.
If you try to enter Bill Payer during the application-processing period, you will be shown a page requesting that you wait for the acceptance notification.
Q. How much does Bill Payer cost?
A. Bill Payer is FREE* to active users of the product. You must have a Mainstreet checking account in order to enroll in Bill Payer.
* Bill Payer is free to all active users of the service. Active users are defined as having made at least one or more payments in a consecutive three-month period. A $6.00 per month non-use fee will be assessed to users who do not initiate one or more payments during a consecutive three-month period.
Q. Can I use Bill Payer with all my accounts?
A. No, only a single checking account may be used for payments.
Q. Is there a limit to the number of Bill Payer accounts I can set up?
A. Yes, you are limited to one Bill Payer account.
Q. When is Bill Payer available?
A. You may schedule payments 24 hours a day, seven days a week.
Q. How are Bill Payer transactions reflected on my checking account?
A. All Bill Payer transactions are reflected as an ACH debit on the account statement.
Q. When are funds debited from my checking account?
A. On the process date, the Bill Payer processor generates an ACH debit (in the amount of the bill payment) to your checking account. Your checking account will be debited within two banking business days.
Q. What do payees actually receive?
A. Electronic payees receive payment information in an electronic format that credits their account. Non-electronic merchants or individual payees receive a laser-printed paper check sent through the U.S. Postal Service.
Q. When may bill payments be scheduled for processing?
A. The Bill Payer processor processes payments on all days excluding Sundays and Federal Reserve Board recognized holidays. In cases where a payment gets scheduled on a Sunday (this can potentially happen on a recurring payment), the payment is processed on the day before (Saturday). If you happen to be setting up the payment on this particular Saturday, the bill payment will be processed on the next banking business day. Also, please note that weekly recurring payments may not be scheduled on Saturdays.
Q. What are the Federal Reserve holidays for 2015?
A. The Federal Reserve Board's bank holidays for 2015 are:
|New Year's Day -||January 1|
|Martin Luther King, Jr. Day -||January 19|
|Presidents' Day -||February 16|
|Memorial Day -||May 25|
|Independence Day -||July 4|
|Labor Day -||September 7|
|Columbus Day -||October 12|
|Veterans Day -||November 11|
|Thanksgiving Day -||November 26|
|Christmas Day -||December 25|
Q. How is the payment deducted from my checking account?
A. The payment is deducted by direct ACH debit.
Q. Are payments made electronically or by check?
A. Payments are made either by paper check or electronically by ACH credit. The method employed on any single payment depends on whether the Bill Payer processor has established an electronic payment relationship with the payee and they are found on the electronic payee database.
Q. Who can be paid using the Bill Payer user interface?
A. Anyone in the 50 United States and territories who can accept a check, with the exception of tax payments (such as federal, state and local), court-directed payments (such as alimony and child support) and any other government related payments.
Q. What bills may I pay through Bill Payer?
A. You may pay practically anyone using Bill Payer charge accounts - utilities, auto loans, even doctors and day-care centers. There are, however, organizations that will not accept payments via Bill Payer, such as the IRS and other taxing entities, and court directed and government-related organizations.
Q. When may I begin using Bill Payer?
A. Once you receive a confirmation e-mail informing you that you are now activated, you may begin using Bill Payer. This process takes approximately two to three business days.
Q. When is Bill Payer available?
A. You may schedule payments 24 hours a day, seven days a week. Payments scheduled on a Saturday, Sunday, or holiday will be debited from the account the next business day.
Q. How many days does it take for a payment to reach the payee?
A. Payment processing takes three to five working days. The main variable in processing time is whether the payee accepts electronic Bill Payer or requires a physical check. The customer must allow three business days for electronic payments to be received and five business days for checks to be received.
Q. What happens if there are non-sufficient funds (NSF)?
A. If there are non-sufficient funds, the debt will be returned to the Bill Payer Provider via banking channels. The ACH return will prompt the system to block your account, preventing you from making more payments until the NSF is resolved. Any recurring future dated payments scheduled for release during the time the account is blocked will not be sent.
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Check this list of questions and answers to find what you're looking for.
Q. What are your current mortgage rates?
A. Rates change daily and are available by 10:00 A.M. Monday through Friday. Click here to check our current rates online. You may also call Mainstreet at 913-599-1010 (toll free 888-395-1010). Our Call Center can provide rates, but if you have further questions you can ask for a member of the mortgage department.
Q. What does it cost to submit a loan application?
A. There is no application fee for a pre-approval, however once a specific address is identified and before an appraisal is ordered, a $300 application fee is collected. This application fee is credited back at closing.
Q. After I submit my application for a mortgage loan, what happens next?
A. During your application appointment you will receive and review with your loan officer your Good Faith Estimate and Truth-In-Lending disclosures along with several other disclosures. We will then submit the loan to FannieMae's Desktop Underwriter for initial credit and underwriting approval. Processing follows when we may obtain additional verification of income or assets, order the appraisal and title work. The loan is underwritten and Mainstreet's Mortgage Committee signs off on the approval. A closing appointment is scheduled and you are contacted to set up a convenient time to close at our office.
Q. What if I just want to know how much I can afford? Do I have to apply for a mortgage to get "pre-qualified?"
A. Our highly-trained staff is ready to meet your mortgage financing needs by providing informative, honest and objective information. A basic pre-qualifying exercise will give you a feel for how much home you can afford. We can visit with you in person or over the phone and "crunch numbers" to see how much home you can afford based on your current income and monthly obligations. Call us at 913-599-1010 to learn more about getting pre-qualified and pre-approved. You can also access our calculators to obtain pre-qualifying information. It is best to visit Mainstreet's mortgage department before you begin to shop for that new home. Being a pre-approved buyer gives you a leg-up in the negotiation process. There is no doubt that a buyer with guaranteed funds has more leverage in a negotiation battle than the buyer who is still waiting to hear back from their lender.
Q. Do I need to have a property selected before I can apply for the loan?
A. No, we often pre-approve members by having them complete a mortgage loan application before they shop for a home. Once your application is approved, you can select a home that is within the range of the dollar amount of your pre-approval.
Q. Can I refinance my current mortgage with Mainstreet?
A. Yes, members can refinance for a lower rate, shorter term, or to get cash out for other needs. Click here for current rates. We can save members from paying many fees and associated closing costs as our costs are usually much lower than what other lenders charge. Call us at 913-599-1010 to learn more about how to refinance your existing mortgage.
Q. What does it mean to "sell my mortgage on the secondary market?"
A. Unlike the primary mortgage market between borrowers and lenders, the secondary mortgage market is where lenders and investors buy and sell existing mortgages. Selling mortgages allows Mainstreet to offer the products you want - long-term fixed-rate mortgage loans with low down payment options. By selling the loan in the secondary market, Mainstreet eliminates a significant amount of interest rate and/or portfolio risk.
Q. How large of a down payment do I need?
A. There is a 5 percent down payment requirement. Mortgages with less than a 20 percent down payment require Private Mortgage Insurance to protect the lender against default. When considering the size of your down payment, consider that you'll also need money for closing costs, moving expenses and possibly repairs, decorating or appliances. Call us at 913-599-1010 to learn more about down payment requirements.
Q. What happens on closing day?
A. On closing day the borrowers come to Mainstreet and sign the final settlement statement that itemizes all the final costs and credits associated with the mortgage loan, along with other loan disclosures. The lengths of time for closings vary but most usually are completed within 30 minutes. All disclosures will be explained and this is an additional opportunity to ask any questions and get clarification on anything that you don't fully understand. You will be signing a note promising to repay the loan and a mortgage or deed of trust (the security instrument). After signing, the mortgage and an instruction letter will be forwarded to the title company and recorded in the Register of Deeds office along with the Deed (if purchasing a home).
Q. What is a credit score?
A. A credit score is a credit score that attempts to condense a borrower's credit history into a single number that will predict the likelihood that a person will pay their bills as agreed. Points are assigned for different pieces of information such as payment history, length of time of residency and employment, length of time credit has been established, use of credit and any negative information such as late payments, collections, bankruptcies and charge-offs. The score will range from 350 to 850, the higher the better. For mortgage loans, a score of 680 or above indicates a good score.
Q. What is the difference between a home inspection and an appraisal?
A. A home inspection is performed for and with the buyer. The structural, electrical, and plumbing systems and appliances are inspected for condition and remaining useful life. The appraisal is done for the lender to estimate the market value of the property by comparing it to at least three recently closed sales. Mainstreet does not require but highly recommends a whole house inspection. You are making a very large investment and need to know what you are buying. You have every right to have your questions about the property answered by a professional home inspector.
Q. What does "retaining servicing" mean?
A. Retaining servicing means that Mainstreet will take care of your loan after closing. We receive and post your payments and pay taxes, homeowners insurance and mortgage insurance out of your escrow account (if you have an account set up for this purpose). We also perform annual escrow analysis, issue payoff requests (we don't charge any payoff statement fee or fax fee for this service) and perform collection activity if that becomes necessary. Retaining servicing is very important to us because it allows us to take care of our members after closing and do other nice things for you, such as paying dividends on your escrow account!
Q. When can I "lock" my interest rate?
A. You can lock in to an interest rate once we have the specific property address and are within 45 calendar days of a closing date. Locking commits Mainstreet to a specific interest rate for your loan. Rate locks are always done in writing with copies provided for the borrowers and Mainstreet. A roll-down fee to renegotiate your rate lock commitment is available.
Q. What are junk fees?
A. The definition of junk fees will differ depending on who is asked the question, but in general refer to charges a lender assesses over and above real hard dollar costs. Junk fees may include underwriting fees, processing fees, courier fees, appraisal review fees, funding fee, shipping fee, administrative fee, broker origination or processing fee. At Mainstreet, the only non third-party fees are a $400 origination fee charged on all loans and a reasonable $20 wire fee for outgoing wires when a wire can save the member money in delivering a payoff promptly. Mainstreet does not "farm out" the processing, underwriting, or closing functions. Mainstreet also does not and has never "padded" fees. We pride ourselves in having very low and reasonable closing costs.
Q. I've heard that you shouldn't refinance unless you are lowering your interest rate at least 2%. Is that true?
A. Absolutely not! That was a true statement when houses were $30,000 each, but it is no longer the case. The smaller your mortgage the truer it is, however, because a smaller balance results in fewer savings. Have your loan officer calculate the cost of the loan versus the savings and the period of time it will take you to recoup the expenses of the refinance. This should help you decide whether it's worthwhile or not, and it will only take the loan officer a few minutes to calculate.
Q. Why should I choose a Fixed/ARM (3/1 or 5/1 Products), and what are the advantages?
- You plan to own your own home for only a few years (3 to 6), and/or
- You want to lower initial monthly payments more than a traditional 30-year fixed-rate mortgage offers, and/or
- You need a lower initial monthly payment to qualify for a larger loan &/or buy more home, and/or
- You are a first-time homebuyer and need the lowest payment to start out in your new home. Please click here for more information on ARM mortgages.
Q. What is a Fixed-Rate Mortgage Loan?
A. You pay a predetermined interest rate for the duration of the mortgage. Mainstreet offers you a choice of 10, 15, 20 or 30-year terms. You will pay more interest over the term of the 30-year mortgage but your monthly payments are lower than the shorter-term fixed-rate loans that we offer. With the 10, 15 or 20-year mortgage, you have a higher monthly payment but you build up the equity in your home faster. Please click here for more information on Fixed Rate Mortgages.
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Q. Where can I access my mortgage online?
A. Clicking on this link will bring up the log-in screen: https://estatusii.loanware.com/index.cfm?url_id=107002
Q. What information is required from new users to log in?
A. You will need your Social Security Number and your mortgage loan number. At the log-in screen, click on the link for new users, enter your Social Security Number and mortgage loan number, and then create a user name and password.
Q. I am trying to access my mortgage online and all I see is a white screen. How can I fix this?
A. This problem has been experienced by some users. If a white screen only appears after clicking the access link, please press the "F5" key on your keyboard, or click the "Refresh" button on your web browser.
Q. How do I access my mortgage online if my web browser is set to not accept any "cookies?"
A. A cookie has to be downloaded to the computer to allow online access. The cookie name to be installed is "firstname.lastname@example.org."
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